Service Level Agreement
This functionality allows registering the service level agreement of the following type:
- Availability,
- Time (by phases), and
- Miscellaneous information captured from other sources.
After N minutes (informing the time of action) and in case there is no action performed in the linked service request to this SLA, the system will attribute the priority and will escalate the group to execute the service request.
This feature provides a variety of actions, such as including, changing, and deleting a service level agreement.
Before getting started
A previous registration of priority, group, unit, user;
Also the definition of e-mail templates and service level requirements.
Procedure
- Access the functionality of Service Level Management through the main menu Processes > Service Level Management > Service Level Agreement;
- Click on the desired tab: "Search/Registration" and action;
Function | Description |
|---|---|
Save | Save the new SLA |
Delete | Delete the SLA Edited |
Clear | Clear all Form Fields |
⚠ Attention!
If the type of agreement entered is "Time (by phases)", set the SLA deadlines (service level agreement), taking into consideration the priority. The priority goes from 1 to 5, with being 1 the highest level and 5 the lowest.
3. Click on "Save".
Search
Select the SLA to search for:
Filter | Description |
|---|---|
Title | Title to search |
Status | Active / Inactive |
Type of Agreement | “Time(By Phases)”, Availability, ”Miscellaneous Information” |
Grid | SLA searched with the criteria with A selection radio button, Title, Situation ( “A” Active or “I” Inactive) Start Date, End Date, Date of Evaluation |
Registering
Basic data
- Complete the SLA Basic Data:
Basic Data Fields | Description |
|---|---|
Title (*) | Title of identification of the SLA |
Type of Agreement (*) | “Time (By Phases)”, Availability, ”Miscellaneous Information” |
Seasonality | Describe if this SLA will be used from time to time |
Impact | Define the SLA impact between "High", "Low" and "Medium" |
Urgency | Define the urgency of the SLA between "High", "Low" and "Medium" |
Change Impact/ Urgency | Inform if the impact or urgency can be changed in an Incident or Service request registration (Yes or No) |
Status | Active / Inactive |
Description | THE relevant description for using the SLA |
Scope | Scope to the SLA |
Start Date (*) | Set the start date of SLA |
End Date | Set the end date of SLA ( mandatory if Seasonal is checked) |
Evaluates on | Set the date to evaluate this SLA |
Contacts | Contact for the SLA |
🖊 Note: Change Management to provide access to Service Level Agreement details, implementation windows, change blackout periods, and availability requirements
Targets
- Complete the targets for the published time of this SLA
For each Priority | The Priority goes from 1 to 5, with being 1 the highest priority and 5 the lowest |
|---|---|
Capture Hour | Enter the SLA "capture" and "Resolution" time |
Capture Minute | Enter SLA "capture" and "Resolution" minutes |
Automation
- Complete the Automation Fields ( if it is needed):
Automation Fields | Description |
|---|---|
Time of Action | Time after a scenario is true for the execution of an automatic action |
Priority | The new priority that the service that will be scheduled will receive; |
Group | Group to whom the assistance will be directed after the scheduling action; |
E-mail Template | Email Template used to send Notifications |
📌 IMPORTANT!
Before completing the fields in Automation, it must be properly parameterized, so it is necessary to execute the steps in the knowledge Creation escalation rule, except for parameter 190 that must be equal to 'N' in this context;
Unit Priorities
- Complete the Unit priorities:
Fields | Description |
|---|---|
Search Unit (*) | Search |
Unit (only for "Client" or "Specific") (*) | Unit and its permission for the SLA, (Select a unit and the system will make a Grid with the selected unit and the priority assigned ) |
(*) Indicate mandatory field
User Priorities
- Complete the User priorities:
User (Only for "Client" or "Specific") (*) | User and its permission for the SLA (select a User and the system will make a Grid with the selected employee and his priority assigned ) |
|---|
Additional Information
Service Level Agreement (Link) Requirements
Link a Service Level requirement to the SLA
Date of Link* | Date of the linking between the SLA and the Service Level Requirement |
|---|---|
SLA Requirement* | Name of the Service Level Requirement |
(*) Indicate mandatory field
🖊 Note: The information will be consolidated at the SLA Evaluation
Client Contract
The system will show the contracts linked to the SLA in a Grid (with a treeview of services of the contract, number, Contract Date, Client, Provider, Status).
Operational Level Agreement
The system will show the history of the SLA in a Grid (with a treeview of services of the Operational Level Agreement, number, Contract Date, Client, Provider, Status).
Underpinning Contract (Third Party)
The system will show the contracts linked to the SLA in a Grid (with a treeview of services of the contract, number, Contract Date, Client, Provider, Status).
Audit History
The system will show the contracts linked to the SLA in a Grid (with a treeview of Histories of the SLA, Title, Start Date, End Date, Evaluate On, Status, Modified By, Modified On).
The treeview will show description, Scope, Default, Type and Priority, Time, and Log data).
Review SLA
Inform Review Data for the SLA:
Fields | Description |
|---|---|
Review Date* | Date for the review |
Review Details* | Details to be reviewed |
Observation | Observation to the review |
Add Function | If you want to add any function |
Grid with Reviews | |
Service Quality Plan
Inform Service Quality Plan to be linked to the SLA:
Fields |
|---|
Service Quality Plan* |
Add Function |
Grid with Service Quality |